Community & Lobby Ambassador

HUMAN RESOURCES VISION

We will strive to create and maintain a community of winning talent which feels valued and lives the connection to the brand in whatever we do. We will provide the freedom and support where individuals can demonstrate their skills and abilities; grow and reach their potential in a performance reward driven environment. We will embrace diversity and inclusion and will act honestly and ethically in everything we do; aspiring to be the employer of choice.

POSITION PURPOSE

• The position is very important to improve our guests arrival experience, monitor the public areas, control personal grooming of related associates, schedule properly and ensure presence of Lobby Ambassador associates when needed.
• Fully and directly responsible for guests profiles management in GXP and PMS prior, during and even post guests stay.
• Overall the position is essential to enhance and improve guest satisfaction and build loyalty beyond reason.

ESSENTIAL FUNCTIONS

• Ensure that services provided are in harmony with our Sheraton core values
• Use available social media programs to reach out to our guests and obtain further information about them.
• Use GSS surveys to update guests’ profiles with useful and helpful data for future use.
• Ensure a 100% daily usage of the Master Arrival Report to deliver GPS initiative successfully to our guests.
• Implement the VIP treatment program without fail in addition to the Daily GPS activities.
• Ensure that hotel and branded apartment guests receive their amenities prior to arrival (except club and suites).
• Take the necessary action to ensure FFE in lobby and Link Café are well maintained and operational at all times.
• Ensure the full compliance and implementation of the WELCOME upon Check in and FAREWELL upon check out.
• Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the LRA inspection
• Live and enforce activating of Sheraton Brand Differentiators.
• Fully aware of COFC and MAGC programs.
• Ensure smooth and clear communication with all other FO, HK, club and Room service associates.
• Perform room inspections to ensure that rooms/apartments are on brand prior to guests’ arrival.
• Meet, greet and direct arriving guests to the dedicated check in areas and direct visitors to the requested areas in the hotel.
• Perform courtesy call during guests stay and arrange a daily guest interview to gather more information about our VIPs and update GXP profiles.
• Acquire the product and service knowledge needed to perform their job properly.
• Ensure that guests’ requests are fulfilled and closed in GXP within 15 minutes as average response time.
• Ensure guests defects are logged in GXP and handled in 15 minutes. Follow up call are made to the guest within 30 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
• Meet arrival and departure and ensure satisfaction with check in and check out processes.
• Participate as a member of the Hotels Fire and Emergency Team as required.
• Assist the hotel revenue by:
• Rooms/Suites Upselling.
• Suggestive selling of the hotel restaurants.
• Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
• Build positive, effective and on brand relationships with internal and external customers including VIPs and SPG elite members (G,P&V)
• Enforce free marketing activities to promote the hotel services through our guests by encouraging them to post reviews and tweets in the various social media.
• Actively participate in the hotel sustainability, community and OI activities.
• Ensure proper grooming and personal hygiene at all times as per hotel guidelines.
• Be knowledgeable about the hotel GSS scores and current improvement plans set for the department.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Guest Service Oriented
• Communication and follow up skills
• Excellent command of English
• Good command of a 2nd language
• Computer skills
• Front office or Guest Relations back ground

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below. You:

• Totally embrace the philosophy of guest and customer service and own the guests;
• Identify yourself with the hotel’s brand and operating philosophy;
• Possess a warm and friendly demeanor;
• Strive to achieve satisfaction and delight of internal and external customers;
• Are detail oriented and hands on;
• Are a team player with strong interpersonal skills;
• Have the potential to develop into a leader, motivate and develop self and other associates;
• Demonstrate self-confidence, energy and enthusiasm;
• Have immaculate personal presentation e.g. grooming and conversational ability;
• Have knowledge of hotel computer systems and other IT related applications;
• Uphold ethical business practices.

EDUCATION

Bachelor's degree required.